Telephone Etiquette Course

Course Overview

The front office of any organization is the first contact point by customers and suppliers and most other stakeholders. The telephone is another critical contact point between organizations and outsiders. It is important to emphasize that there is no second chance of making the first impression therefore, this course is a prerequisite for those who have direct dealings with outsiders in an organization.

Course Objectives

• Stress the importance of acknowledging callers and keeping them informed of reasons for delays

• Describe standard telephone etiquette on answering calls, transferring calls and making calls

• Prepare all necessary documentation and equipment prior to making outgoing calls

• Decide whether to transfer a call to another person or help the person themselves

• Ask probing questions to find out the purpose of the call, and transfer to another person who might be more able to assist

• Taking messages for others

• Decide whether to take a detailed message, or to have the customer called back by an appropriate person

• Deal with incoming and outgoing calls in a polite manner

• Deal with calls quickly and politely, keeping other calls holding as little as possible

• What is my role as front desk operator / receptionist / telephonist?

• Why should I be nice / civil to anybody?

• The importance of ATTITUDE in my role

• Developing daily BEHAVIOURS to be the best I can be

• Grooming myself for success

• Creating Key Responsibility Indicators that reflect the importance of the Front Desk / Reception desk

• Inviting Customers into the business with your superior TELEPHONE SKILLS

• Developing an understanding of Customer Requirements by LISTENING

• Taking pride in displaying COURTESY and CIVILITY Course Outline Balancing self, team and society Defining self awareness Attitude and aptitude Using the telephone Understanding different personalities Telephone etiquette Answering / accepting the call The greeting Effective communication skills Professional speech / choice of words Languages Articulation Voice control Transferring calls Taking messages Distribution of messages Ending calls Listening skills Dealing with abusive callers Open and closed working environments

Course Outline

• Professional telephone etiquette and mannerism
• Using your voice and language skills effectively
• Sharpening listening skills
• Taking messages correctly
• Transferring calls appropriately
• Dealing with objections tactfully
• The necessities to have at hand for effective/prompt delivery
• Professionalism and company image
• Customer expectancies
• Personal accountability